By Adrian Brady-Cesana
Come join the CXNation and listen the CXChronicles Podcast! Each week we discuss all things related to customer experience, customer service, customer success & inside sales for today's world.
... more
4.8
2424 ratings
The podcast currently has 312 episodes available.
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #249 we welcomed Rick Denton, Podcast Host & Producer of The CX Passport Podcast based in Dallas, TX.
After…
7 years of Customer Experience consulting…
30 years of driving business results…
3 years of hosting CX Passport (a podcast about CX with a dash of travel talk)...
And countless brand requests for collaboration with CX Passport…
…it became clear where brands and Rick could best partner to create measurable results…
🎤CX Passport Live🎥 - Amplify your event's impact with the power of live podcasting.
In this episode, Rick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Rick and his guests think through on a daily basis to build world class customer experiences.
**Episode #249 Highlight Reel:**
1. Building a business focused on podcasting and story telling
2. Learning from customer focused business leaders
3. The craft of story telling for any business or executive
4. Producing and delivering content in today's world
5. How businesses can leverage podcasts to grow their brand
Click here to learn more about Rick Denton
Click here to learn more about The CX Passport Podcast
Huge thanks to Rick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.
Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #248 we welcomed Craig Tobin, Chief Executive Officer at Ascent Business Partners based in Bonita Springs, FL.
Craig Tobin helps Fortune 1000 clients optimize their contact centers with AI, technology, and BPO solutions.
With over 35 years of executive leadership experience in various industries, Craig has developed core competencies in contact center solutions, technology consulting, BPO advisory services, and AI advisory.
He is passionate about delivering innovative solutions that drive customer loyalty, satisfaction, and retention, while optimizing costs. Craig's mission is to create value for his clients and partners, and to have fun while doing it.
In this episode, Craig and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Craig and his team at Ascent Business Partners think through on a daily basis to build world class customer experiences.
CXC is a proud strategic partner with Ascent Business Partners. Reach out to us today if your company needs outside support with your customer contact & support strategy.
**Episode #248 Highlight Reel:**
1. Building, managing and leading contact centers over the last 35+ years
2. Leveraging AI to optimize your customer experiences with customer support
3. Finding the right tools & systems as your contact center scales
4. Starting with the problems before considering the potential solutions
5. How AI will change the future of customer contact & customer experience
Click here to learn more about Craig Tobin
Click here to learn more about Ascent Business Partners
Huge thanks to Craig for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.
Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #247 we were live at the Thompson Hotel in downtown Austin, TX at XDay 2024.
This is a different type of episode of CXC as we had the opportunity to sit down with several amazing customer, employee, market research & product focused business leaders including Rick Denton, Ken Peterson, Mike Burn, Crystal Wiese & Scott Steele.
Each of the guests in this episode shed unique points of view on the state of CX/CS & business in today's world. We had the pleasure of interviewing everyone on site at XDay 2024 and broke up the conversations in this week's show.
In this episode, Rick, Scott, Mike, Ken, Crystal and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that both the team at QuestionPro & their users think through on a daily basis to build world class customer experiences.
**Episode #247 Highlight Reel:**
1. Click here to learn more about Rick Denton
2. Click here to learn more about Scott Steele
3. Click here to learn more about Mike Burn
4. Click here to learn more about Ken Peterson
5. Click here to learn more about Crystal Wiese
Click here to learn more about QuestionPro
Huge thanks to all of the guests on this week's episode for coming on The CXChronicles Podcast and featuring their work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.
Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #246 we were live at the Thompson Hotel in downtown Austin, TX at XDay 2024 with Gary Pansino, Founder at Velodu based
Gary is an Alumni of Intuit, P&G, Clorox, BMS. He now runs a Qual and Quant research factory with his sister. Questions from mostly repeat clients arrive on trucks. And they do their thing and ship answers back to them, with a smile.
In this episode, Gary and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Velodu thinks through on a daily basis to build world class customer experiences.
**Episode #246 Highlight Reel:**
1. Building expertise in surveys & customer research at massive companies
2. Increasing the speed of growth by customer listening & focus groups
3. Leveraging customer information to drive product & service innovation
4. Customer team building & collecting constant employee feedback
5. Investing in competitive research & understanding your primary threats
Click here to learn more about Gary Pansino
Click here to learn more about Velodu
Huge thanks to Gary for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.
Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #245 we were live at the Thompson Hotel in downtown Austin, TX at XDay 2024 with Vivek Bhaskaran, Founder & CEO at QuestionPro.
Vivek Bhaskaran is the founder and CEO of QuestionPro, one of the industry's leading providers of web-based research technologies. His life motto is simple - “The two things that drive me every day are motorcycles and client success!”
In 2008, his startup made Inc. Magazine's list of the fastest-growing private companies, ranking 25th among business-service providers. Since that time, Vivek has never looked back by spearheading both the product and global expansion of QuestionPro.
In this episode, Vivek and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that John and his team at QuestionPro think through on a daily basis to build world class customer experiences.
**Episode #245 Highlight Reel:**
1. Changing the landscape for shopping for car insurance
2. Getting user feedback back to your product team as soon as possible
3. Leveraging AI to improve your agent & employee experiences
4. Building "break-walls" for your customer support team at scale
5. Creating chat-bots that actually help your customers from the get go
Click here to learn more about Vivek Bhaskaran
Click here to learn more about QuestionPro
Huge thanks to Vivek for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.
Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #244 we welcomed Sean Albertson, Founder & CEO of CX4ROCKS based in Castle Rock, CO.
Sean Albertson is a keynote speaker, workshop facilitator, coach and consultant on transforming your customer journey to reduce effort and drive greater customer loyalty.
Sean has developed the ROCKS Strategy that leverages survey programs, operational metrics, text and journey analytics, connected with artificial experience to identify the most actionable insights for your organization. Is it Sean at www.CX4ROCKS.com
In this episode, Sean and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that he thinks through on a daily basis to build world class customer & marketing focused experiences.
**Episode #244 Highlight Reel:**
1. What the CX & contact center space looked like in the 1990's.
2. Working on CX & customer support at T-Mobile, Visat, & Charles Schwab
3. Why Customer journeys are similar to river rafting experiences
4. How technology is changing the game rapidly in every business
5. Why customer listening & customer conversations remain paramount
Click here to learn more about Sean Albertson
Huge thanks to Sean for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the marketing, customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.
Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
Hey CX Nation,
In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin leveraging AI in your business to improve your customer experiences.
AI has been arguably the most discussed topic in not only business but across the world over these last several years, this year specifically it became the "Forrest Gump" of Business & Global Economies.
The truth is, it's been around for decades but just working behind the scenes for a handful of global companies who were all competing to understand exactly how to leverage its gains & more importantly decide whether or not everyone else should know about its powers.
Don't worry we're still several years out from the "Terminator Wars", well hopefully.
Use this CXWeekly update as a starting point for building out your company's goals around leveraging AI to improve your customer & employee experience.
Most of the tools you are already using already have some form of AI/ML tied into their usage, you simply need to understand how to begin to leverage them.
Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks as we start to wind down 2024.
Part of our goal for this year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).
Contact us anytime to learn more about CXC at [email protected] and ask us about how we can help your business & team make customer happiness a habit now!
Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #242 we welcomed Liza Rodewald, Founder & CEO and Erica McMannes, Founder & Chief People & Community Officer at Instant Teams based in Southern Pines, North Carolina.
Instant Teams leads the way as a CX talent marketplace committed to the financial well-being of military families while providing companies instant access to remarkable talent.
Liza Rodewald is the Founder and CEO of Instant Teams, a CX marketplace that connects companies with military spouse talent. She is a 4x entrepreneur and software engineer with over 16 years of technical experience.
Erica has been a leader in the military community for more than two decades, holding various roles within the Department of Defense and private sector. In 2016, Erica founded Instant Teams with Liza Rodewald.
In this episode, Liza, Erica and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that their team thinks through on a daily basis to build world class customer & marketing focused experiences.
**Episode #242 Highlight Reel:**
1. Leveraging the power of USA military spouses living across the globe
2. Building a market place of CX talent & coverage across a variety of industries
3. Integrating with customer tech-stacks & building customized playbooks
4. Providing a whole new approach to BPO offerings
5. Using employee feedback as fuel to drive innovation & customer success
Click here to learn more about Liza Rodewald
Click here to learn more about Erica McMannes
Click here to learn more about Instant Teams
Huge thanks to Liza & Erica for coming on The CXChronicles Podcast and featuring their work and efforts in pushing the marketing, customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, strategic partners (Hubspot, Intercom, Zendesk, Freshworks, & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.
Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #241 we welcomed Lynn Schlesinger, Chief Customer Experience Officer (CXO) at Forbes based in New York City.
Lynn has 20+ years of experience developing and executing strategies to drive revenue and market cap. Expertise building and leading high-performing B2B + D2C cross-functional marketing teams for global matrixed organizations and lean fast growing companies.
The Forbes brand today reaches more than 94 million people worldwide with its business message each month through its magazines and 37 licensed local editions around the globe, Forbes.com, TV, conferences, research, social and mobile platforms. Forbes Media’s brand extensions include conferences, real estate, education, financial services, and technology license agreements.
In this episode, Lynn and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team think through on a daily basis to build world class customer & marketing focused experiences.
**Episode #241 Highlight Reel:**
1. Building a customer experience that reaches 94 million people worldwide
2. Having a "lean and mean" team at Forbes to drive success
3. Leveraging employee feedback to build a culture that thrives
4. CXO's act as conductors in their business to drive change & connect dots
5. Why your teams must be diverse & come from various backgrounds
Click here to learn more about Lynn Schlesinger
Click here to learn more about Forbes
Huge thanks to Lynn for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the marketing, customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.
Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
Hey CX Nation,
In this week's episode of The CXChronicles Podcast #240 we welcomed Erik Huberman, Founder and CEO of Hawke Media based in Santa Monica, CA.
Since Erik & his team launched in 2014, Hawke Media has swiftly risen to become the fastest-growing marketing agency in the U.S., now valued at over $150 million.
Erik's vision for Hawke Media has always been to revolutionize marketing, and they have achieved this with their AI-enabled and tech-integrated approach.
They proudly serve over 4,700 brands worldwide, including industry leaders like Red Bull, Casamigos, Verizon, Crocs, and Barstool Sports.
In this episode, Erik and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer & marketing focused experiences.
**Episode #240 Highlight Reel:**
1. How Hawke disrupted the antiquated space of marketing & advertising.
2. Leveraging marketing data from 8,000 agencies to make real time decisions
3. Acquiring other agencies to help speed up growth velocity
4. Shifting back from remote work to in office or on-site with customers
5. Investing in Los Angelas based Angel City FC women's soccer team
Click here to learn more about Erik Huberman
Click here to learn more about Hawke Media
Huge thanks to Erik for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the marketing, customer experience & customer success space into the future.
If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.
For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.
For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.
You know what would be even better?
Go tell one of your friends or teammates about CXC's content, our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!
Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?
Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.
For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content.
Reach Out To CXC Today!
Support the show
Contact CXChronicles Today
Remember To Make Happiness A Habit!!
The podcast currently has 312 episodes available.
37 Listeners